Team Lead Service Desk

4 weeks ago

Lahore, Punjab, Pakistan The University of Lahore Full time

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Education: Bachelor's degree in IT/Computer Science/Communications.

Experience: 2 to 3 Years of relevant experience in professional environments.

Certifications: ITIL Foundation and Cloud Information.

Responsibilities:

  • Handle phone calls, log and assign incidents/service requests across all ITS functions (Service Desk, Applications, Networks, Data Center, MIS).
  • Provide first-level support and escalate unresolved issues appropriately.
  • Track, route, and follow up on incidents and requests to ensure resolution.
  • Maintain knowledge of Service Desk procedures, products, and services.
  • Support and supervise team members during critical incidents and requests.
  • Generate reports on incident/request trends, resolution time, and customer feedback.
  • Assist Assistant Manager with shift scheduling.
  • Move IT equipment when required.
  • Recommend and update SOPs and procedures.
  • Troubleshoot hardware and software issues for UOL users, including Windows/Mac OS, MS Office, Adobe Suite, Visual Studio, etc.
  • Provide hardware and AV device support.
  • Perform OS deployment via network ghosting and troubleshoot VDI issues.
  • Follow ITSM processes and ITIL best practices.
  • Deliver excellent customer service and ensure timely follow-ups and resolution.
  • Ensure accurate documentation and closure of tickets.
  • Collaborate with ITS team members when needed.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesEducation Administration Programs

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